I set it up once and it worked. My users are use to sending email to the old help desk account email account. How can I redirect thse emails to Spiceworks and create a ticket. I must have done something different the second time but I don't know what. Some users won't use the portal.

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Are you using exchange? Is Spiceworks the only process to access the account? Are you running multiple installations of Spiceworks (maybe you moved it)? Is the mailbox for your helpdesk (ex: helpdesk@domain.com) dedicated to Spiceworks or is this a forwarding box that a whole team uses?

Yes i am using Exchange. No, we can access the help desk account in Outlook. No didn't move it. It is a forwarding box that we all use.

The helpdesk outlook account used to be synched with Track-It which we hate. I did this correctly once but somehow screwed it up the second time. I want email that goes to helpdesk@myplace.com go into the Spiceworks ticket queue. I have a portal set up which only half the people will use. The rest will want to send email just like they use to. I have a Spiceworks Help Desk network user\email account in Outlook set up.

So, if I understand this, you have a standard email box with an associated user account and Spiceworks logs in to that box? Did you test the account from OWA? Were you able to log in successfully? Is there an email with an attachment that is abnormally large?

Secondarily, I would suggest removing the forwarding system and making the helpdesk@domain.com email address the primary SMTP address for the Spiceworks account. Having a 'forward' is not necessary and only adds layers of complexity.

Check here for some tips on changing the log in credentials/settings if the OWA works.

Thanks, I will try that!! So I should use SMTP instead of Exchange? Attachments aren't the problem. The old Helpdesk account and the Spiceworks help desk account are two separate accounts.

SMTP removes a lot of the overhead (ok all) that Exchange requires. The same can be said for POP/IMAP. The performance and reliability are better on those protocols than Exchange, which uses activesync and other APIs.

Can't do it until Monday but I will definitely mark it closed when it's done.

Thanks again.

Ok. Be sure to fill in your profile! That's an easy 100 points and you'll jump up from "OMG N00b!!" Pimiento status to the next level. Bonus: the pic you use here will show in your Spiceworks installation.

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